Operations Executive

Job description

Customer & Partner Support Executive Location: Remote-first | Work from Office as required Shift: Rotational Shifts Experience: 1-3 Years Employment Type: Full-time About the Role We are looking for a Customer & Partner Support Executive to manage customer and partner queries across international, including non-English-speaking, markets. You will own support requests from first response through resolution, ensuring timely and accurate responses while working closely with internal teams to resolve issues. This is a SLA- and metrics-driven role, with primary focus on First Response Time (FRT) and Resolution TAT (RTAT). Key Responsibilities • Handle customer and partner queries through email, chat, ticketing and other support channels. • Own tickets end-to-end and ensure timely resolution within defined FRT and RTAT. • Prioritise tickets, manage ageing cases and proactively follow up to prevent SLA breaches. • Support international customers/partners across non-English-speaking geographies using online translation tools. • Translate and interpret customer communication accurately while maintaining context and tone. • Coordinate with Product, Technology, Operations, Finance and other teams for issue resolution. • Maintain accurate ticket updates, documentation and escalation details. • Use Excel to maintain trackers, analyse ticket data, monitor ageing and prepare operational MIS. • Identify recurring issues and contribute to process and support improvements. What We're Looking For • 13 years of experience in customer support, partner support, helpdesk or service operations. • Strong written and verbal English communication skills. • Good to advanced proficiency in Microsoft Excel — Pivot Tables, XLOOKUP/VLOOKUP, filters and basic data analysis. • Comfortable using online translation tools such as Google Translate, DeepL or equivalent. • Strong problem-solving, ownership and follow-up skills. • Ability to work in a high-volume, SLA-driven environment. • Comfortable working independently in a remote setup. • Willingness to work in rotational shifts supporting international markets. • Experience with international customers/partners or knowledge of an additional language is an advantage. Key KPIs First Response Time (FRT) | Resolution TAT (RTAT) | SLA Adherence | Ticket Quality | Backlog & Ageing